Enterprise Holdings, Inc.

I spoke with Mr. [redacted] and offered a genuine apology for the way
he felt this was handled. This customer was...

unable to meet underwriting
qualifications at one of our branches and then came to a different location, believing he would be able to
qualify there. I explained that I would be happy to handle his next
reservation for him to ensure that he is taken care of and fully aware of all
qualifications in advance. Please let me know of any additional questions or
info needed.
Thanks, [redacted]
[redacted]Area Rental Manager

Good Evening -After reviewing the customer's claim, we've decided to honor her request by refunding the difference of the disputed amount. [redacted] on our team will follow up with the customer regarding refunding via a check. Please have the customer await a message from [redacted] on our team (Ref:...

[redacted]).

12/07/2017: Mediator sent email to [redacted] of Enterprise asking status of consumer's refund.12/19/2017: Hello Mr. [redacted] –I tried dialing your phone but was unable to reach you. Please accept our sincerest apologies for the delated response.As stated in July, a refund was made at the counter reducing your total from $328.39 USD to $292.07 USD. We do see that an additional $22.40 should have been refunded to you as well. Please verify that the address listed below is still accurate and I will work to have a check for the amount sent directly to you.I look forward to hearing back from you![redacted]

Mr. [redacted] was part of the NGA RideShare program and left about 3-4 years ago.  Starting January of this year, he started receiving monthly invoices as being part of the program.  I have called our RideShare Fleet Supervisor to get this resolved.  Our Accounting department is...

going to need have this addressed.Thanks, [redacted]

[redacted],
We sincerely apologize for the challenges that you had during your recent rental experience. You spoke to our Area Manager [redacted] on these issues and to settle this matter he refunded you for the fuel and roadside charges. I hope this settles the matter for you, and we...

hope that you will choose Enterprise the next time you need to rent, share, or buy.

To Whom It May Concern; Area Manager [redacted] attempted to reach the customer,
[redacted], five times and left her 5 voicemails on three different
numbers.  Customer service is very important to us and since the customer
had difficulty getting to the office in time...

before the Butler office closed
Area Manager [redacted] refunded the customer 1 day of rental of rental
which included the coverage.  Thank youSupervisor Customer ServiceEnterprise Holdings[redacted]

Complaint: [redacted]
I am rejecting this response because:I have called his phone at 4:30pm today and left a voice mail.  Awaiting a phone call back. 
Sincerely,
[redacted]

[redacted] (Regional Rental Manager) in Dallas overseeing DFW and DAL has spoken with customer and the local Dallas team has obtained all auth codes required to submit a release request to [redacted].  This was completed on Tuesday 7/18/17.  Customer has [redacted]'s cell information and...

can reach out directly if this release is not processed in a timely fashion. (512)791-7519.  [redacted].j.[redacted]@ehi.com

Hello,
Arial,sans-serif;"> Our records confirm that Mr. [redacted] did rent a vehicle on 3/31 and he did return it the same day.  Mr. [redacted] did not have a reservation in the system.  He came into the office the morning of 3/31 and asked for the least expensive vehicle we had available.  We were able to accommodate him with a compact car.  The estimated charges (which would have included the daily rental rate of the vehicle as well as the optional products Mr. [redacted] selected) were calculated.  This total was communicated to Mr. [redacted] and he chose to accept the terms of the rental at that time.  He raised his concerns about the rate of the vehicle to the assistant manager as well as the branch manager before he left the office.  It was explained to him that the rate of the vehicle can switch from day to day based on the market and the availability.  He again had the option to accept the terms of rental, or decline.   Mr. [redacted] accepted the vehicle and had the use of the vehicle for the day.  Our investigation shows that there was no overcharge in this matter, as all rates and fees were explicitly communicated to Mr. [redacted] at the time he rented. Further, all charges are printed on the contract that Mr. [redacted] would have been required to sign.   A receipt will be mailed to Mr. [redacted] per his request so that he may view the detail of charges.  Thank you for bringing this matter to our attention.

From:
"Tahoma","sans-serif"; font-size: 10pt; mso-fareast-font-family: "Times New Roman";"> [redacted], [redacted] Sent: Friday, April 22, 2016 12:02 PMTo: [redacted], [redacted]Subject: RE: [redacted] - [redacted] - You have a New Message from Revdex.com
Serving Eastern Missouri and Southern Illinois, Consumer Complaint #[redacted]
 
I spoke to customer and everything is handled.  I am
refunding him the $206.86 to honor his [redacted] rez even though it is wrong
but that is not his fault.  He is removing Revdex.com complaint today.

We have spoken with the customer and have waived $274.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good morning   We have contacted the customer and apologized for his experience. We have provided him with the 3 free days he requested and he is now satisfied.   Thanks you

From: [redacted]
Sent: Friday, April 22, 2016 12:02 PM
To: [redacted]
Subject: RE: [redacted] - [redacted] - You have a New Message from Revdex.com
Serving Eastern Missouri and Southern Illinois, Consumer Complaint #[redacted]
 
I spoke to customer and everything is...

handled.  I am
refunding him the $206.86 to honor his [redacted] rez even though it is wrong
but that is not his fault.  He is removing Revdex.com complaint today.

Our Area Manager called the customer and apologized. It looks like we didn't close the
contract until 1/10 but the car was inventoried on 1/5. The
customer appreciated the follow up and I also refunded the $480 as requested. I
asked the customer who he had been calling prior to reaching...

out to Revdex.com and he
stated that he had been attempting to contact us via our 800#. The customer
said he was completely satisfied and will definitely be renting again with us.
I gave him my information so I could make the reservation for him personally.

This is not for region YY.

Hi [redacted],
Can you please send complaints only for region YY? I keep receiving complaints outside of my region.
Thanks,
[redacted]

Revdex.com Serving Eastern & Southwest Missouri & S. Illinois
211 N Broadway Ste 2060
St. Louis, MO 63102
Re:  Mr. [redacted]        
        Enterprise
Rent-A-Car file:...

[redacted]
        Your File Number:
[redacted]                      
 
We are in receipt of a complaint dated July 21, 2017, filed by
[redacted] with your office. This office handles damage claims for Enterprise
Rent-A-Car. We appreciate you giving us an opportunity to investigate this
matter.
 
Mr. [redacted] rented a 2017 Jeep Renegade on July 16, 2017 from
the Enterprise Rent-A-Car location at the JFK International Airport and
returned the vehicle on July 17, 2016 to the Enterprise Rent-A-Car location at
the Philadelphia International Airport. At the time of return, damage was found
on the passenger fender; a claim was created.
 
On July 19, 2017, our office sent an incident report notice to
Mr. [redacted]. This notice is standard and is required by New York state law. As
Mr. [redacted] opted for Damage Waiver on his rental, our office is not pursuing
him for payment for this damage claim. Upon receipt of this complaint where Mr.
[redacted] contends he was checked in with no damage (but the claim was entered at
the same time of return), our local rental branches are reviewing the return
process at the Philadelphia International Airport location.
   
Thank you for bringing this to our attention and should you have
any additional questions, please contact our office at the number below.
 
 
Sincerely,
 
[redacted]
[redacted]

This customer reached to our Team Saturday Morning. The Denmark Team received the customer's message today and will work to respond directly to the customer. Please inform the customer that our team will contact him directly with a resolution.

I want to take this opportunity to thank Enterprise Car Rental for once again providing exceptional service and support. I enjoy very much using enterprise Car Rental and I look forward to doing business with them in the...

future as well. They understood and addressed my concern expeditiously, with fairness, and proved once again they are a great company to do business with.  THANKS AGAIN ENTERPRISE FOR ALL YOU HELP AND SERVICE!!!